Buyer Raised an Item Not Received Case

[brindsey]

Items purchased last Tuesday 26th August. Sent Royal Mail 48 Hour Tracked same day.

Today 1st September, customer raises Item Not Received Case, saying she wants her money back.

Tracking shows attempted delivery Saturday 30 August, but 'Address Inaccessible'.  Also RM delivery attempted again today, 1st September, but there was no answer.

Sent her screenshots of the RM tracking, also directed her to the original tracking that she would find in her purchase history that would verify.

She still wants her money back, saying she was in all day today implying the tracking isn't truthful. 

She says no  RM 'red card' about a failed delivery was left. I can only reaffirm that Royal Mail has her parcel and she should pick it up from the sorting office.

All the proof of posting and attempted delivery is there . 

I had a rigmarole on the original purchase as she wanted multiple additional photographs of the items she was interested in.

Just don't know where to go from here as it appears she is disinclined to collect her parcel from the sorting office, she just wants her money back!!!!!!  I have told her she must first pick up/arrange redelivery of the parcel  and then return it to me when I will issue a full refund.

Sorry, I've been back and forth with this buyer for the last couple of hours and am so fed up off to bed.

Will catch up tomorrow morning.

Thanks in advance

Anna

[tressygirl · Accepted solution]

You are correct not to refund her her money, as an attempted delivery counts for delivery in eBay's eyes.  Just enter the tracking numbers if not entered already into the case details,  and it will close in your favour.

Send her as polite message that those are the rules,  and she does have to collect the item from her sorting office or she can have it redirected to be posted to her at a convenient date.

@brindsey